Billing Team Leader

**The Business** Ultimate Performance (U.P.) has forged a reputation as the world’s foremost body transformation experts, delivering exceptional client results under the mantra "maximum results, minimum time". The business has grown to become the world’s only truly international personal training company, with 20 private personal training facilities across the globe. But U.P. is more than just a gym. We operate world-leading online and virtual personal training, training camps, meal preparation services, as well as develop a range of premium, results-focused supplements. We are described by Men’s Fitness Magazine as: ‘The Goldman Sachs, Real Madrid and Apple of Personal Training. They’re that far ahead of the field.’ **The Role** The Team Leader in our sales and service team, will motivate and engage a global team to provide world class service to all our colleagues, and customers, ensuring department KPIS are achieved. The Team Leader will be key to managing the workflows within Customer Service, responding to changing needs ensuring the team meet SLAs and service standards. Working closely with the wider team, the role will ensure that all team members understand the department tasks, KPIs and support the Head of Customer Service with training and development. Becoming an expert in UP products and services, working closely with the wider business, the Team Leader will maximise opportunities to engage clients, secure revenue and deliver first class service. Taking ownership of the customer relationship and putting the customer first is key to delivering in this fast-paced role. **Key Tasks**: - Manage the delivery of the customer journey within the billing system, managing the end-to-end process. - Support gyms with the renewal and cancellation process. - Manage block booking and scheduling across all gyms, to maximise revenue and service standards. - Allocate and manage the teams’ workloads to achieve KPIs and implement a robust audit process, expanding this to offshore teams as the business develops. - Within the CRM system, be responsible for monitoring all work queues, ensure case are prioritised according, tasks are shared between the team and being proactive to changing needs. - Own the CS training guides for the wider CS team, managing the skills matrix and version-controlled documents. - Deal with client telephone queries across the group, aiming to ensure resolution at first contact and escalation to internal teams as required, such as transferring to gym managers and other departments. - Record complaints on the complaint tracker, ensuring they are sent to the correct manager to resolve and record the outcomes to share at the monthly complaints meeting, bringing ideas of how to improve service. - Support the CS department with daily SLA reporting and actively sourcing improvements using tools available, including telephony, and CRM. - Act as an MI specialist within the wider CS team, supporting in data analysis and reporting pack creation. - Lead team huddles and training sessions. Utilise the company systems in line with security company data handling policy. - Actively participate in projects and system development within CS, suggesting change on a regular basis. **Experience** - Previous Team Leader experience - Experience with managing a contact centre environment and telephone system, data reporting and analysis, and creating MI packs are essential - At least 4 years’ prior experience in a customer service position. - Handling incoming and outbound calls. - Sales funnel management. - Booking appointments with diary management. - Experience in using Live Chat functions and WhatsApp. - CRM usage and implementation an advantage. **Skills & Abilities** - Able to work effectively individually, as well as part of a team. - Well-developed oral and written communication skills. - Managing client complaints and conflict. - Billing and invoice experience desired. - Organised with excellent time management skills. - Able to motivate and delegate to team members. - Excel skills, data manipulation. **Knowledge** - Knowledge and understanding of various customer service techniques. - Knowledge of various technologies and processes used within customer service, such as Live Chat functions and WhatsApp. - Understanding of the Customer service journey and user experience. **Salary**: £27,000.00-£30,000.00 per year **Benefits**: - Company pension - Cycle to work scheme - Employee discount - Referral programme Schedule: - Monday to Friday - Weekend availability Ability to commute/relocate: - Manchester, M2 7HA: reliably commute or plan to relocate before starting work (preferred) Work authorisation: - United Kingdom (preferred)